UPS Network Operations Specialist in San Diego, California

Job Summary

The UPS Store, Inc., a wholly owned subsidiary of UPS is the world's largest franchisor of retail shipping, postal, printing and business service centers. The UPS Store® has over 4,800 independently owned locations in the U.S., Puerto Rico and Canada. We offer competitive salaries and a comprehensive benefits package that includes health, dental, 401(k) with company match, retirement plan, tuition reimbursement, discounted stock purchase plans and more.

The Network Operations Associate monitors and responds to events on in Production and troubleshoots and resolves network and server incidents. He/She responds to incoming calls from Technology, Help Desk representatives and supports teams to assist with resolving incidents and events. This position supports daily operational procedures to maintain 24x7 environment service levels. He/She interprets computer generated messages, determines appropriate actions, and follows standard procedures. This position performs basic software distributions to improve system performance and to update programs. He/She implements production system schedules changes to successfully complete and adhere to the change control guidelines. This position delivers internal and external customer support and interacts with vendors to resolve issues.

Duties

  • Monitors network and server events to provide second-level incident response and resolution.

  • Identifies and troubleshoots systems and hardware problems to execute break and fix procedures and to restore functionality.

  • Monitors and maintains the tape library to send and receive requests, to verify processing activities, and to comply with established tape media standards.

  • Assesses and communicates severity of incidents to ensure management teams are aware of potential business impacts.

  • Responds to user calls to resolve and escalate problems and to comply with TUPSS protocols.

  • Troubleshoots users’ issues and determines appropriate escalation paths to restore service effectively.

  • Collaborates with third-level support staff to assist with determining root causes and preventative action plans.

  • Assists with providing new hire and general training (e.g., technical knowledge, processes, procedures, new products, etc.) to increase knowledge and skill proficiency.

  • Participates in cross-training to provide wide area support.

  • Monitors trouble ticket system and SLA to support internal and external customers.

Preferred Competencies

  • Applies Information Systems Knowledge: Demonstrates an understanding of the basic need for technical support in a business; demonstrates awareness of the primary uses of technology by business representatives, demonstrates a basic understanding of the systems of the enterprise.

  • Applies Problem Definition & Structuring Knowledge: Identifies key factors behind basic problems and establish a path to solve them; proposes approaches to solve more complicated problems; investigates and diagnoses anomalies in routine business results.

  • Detail Orientation: Captures/documents specific and accurate information; learns subjects thoroughly and in detail; completes work with thoroughness; supplies appropriate details when requested; maintains organized files.

  • IT - Knowledge of Emerging Technology: Assists with application of new technologies for solving business information needs. Supports new technologies. Maintains basic understanding of potential risks and rewards with emerging technologies.

  • IT - Problem Management: Monitors actions to investigate and resolve incidents and problems in systems and services.

  • Report Generation: Possesses ability to generate simple reports using basic functions in software, and/or writing basic queries; identifies information required to complete reports and identifies existing reports generated by others.

Minimum Qualifications

  • Bachelor’s degree (or internationally comparable degree) – Preferred

  • Network+ Certification – Preferred

  • A+ Certification - Preferred

UPS is an equal opportunity employer – race/color/religion/sex/national origin/veteran/disability/sexual orientation/gender identity

Company: UNITED PARCEL SERVICE

Category: Information Systems, Technology

Requisition Number: 115737

Location: San Diego,California